Whatsapp Device Lock

Overview:

We have added a new feature that allows our vendors to lock their accounts with one single Whatsapp message to our chat support line. 

This feature was developed and implemented to enable a vendor to lock his device before the thieves has had a chance to vend out the airtime or take a deposit advance and use it. In general, it takes more than 5 minutes for the funds to be used, which is enough time for the vendor to use this feature to lock his account.

This process is separate and does not replace the existing processes that must be followed to for stolen devices. 

How does it work? 

Firstly, the vendor needs to have our Whatsapp support contact number saved on their contact list. 

If their Kazang vending machine gets lost or stolen, they can send a message on Whatsapp containing the word Stop along with their Kazang Wallet Reference. There must be a space between the Stop and the reference number.

The number that they send the message from has to be the same number that is linked to their Kazang account on Content Ready. If the number is not the same then this option will not work.

(example)

The vendor will receive a response informing them that the device has been locked. 

At the same time, a note will be created in the device Account Notes section.

On Freshchat, these messages will be allocated to a group called Device Lock and will automatically get resolved once a message has been returned to the Vendor. No further action is required regarding this event. The Vendor must follow the normal prescribed process related to Stolen Devices.

FAQ's:

Q: I have sent a message to lock my account, but the account never locked. Why? 

A 1: If the vendor did not receive a response or the incorrect response, then there is an active chat session open on Freshchat. It is therefore very important that Chats are resolved once completed in general

A 2: In order for this feature to work, the telephone number from which the request came must be the same as the phone number that is linked to the account on CR. You will also get an error if the reference number cannot be found. The messages sent to the vendor in these instances are shown below.

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Q: Once the account is locked, are my funds safe from unauthorized use? 

A: Yes, once you receive the confirmation that your account has been locked, the funds will not be usable until we have activated the account again. 

Q: I did not lock my account, who locked it? 

A: This feature has been built in such a way that only the cell number currently linked to the account on CR, is able to lock the account. The vendor will need to determine who was using their phone during this time. 

Escalation Matrix:

If any errors are reported with this feature, please escalate it to the Operations Tech Support ticket queue. 

*Have we missed anything in this article? 

Email jason.ariefdien@kazang.com should you need any more information to be added onto this article.